Zendesk Recipe: Notify the supervisor if a conversation was not updated in 120 seconds

Viktor

August 13, 2025 08:40 Updated

Follow the guide to install the Delayer app from Zendesk marketplace if you have not done so previously.
For this action to work properly, you'll need to first mark tickets that were unattended for 120 seconds with a tag. In this guide, we'll be utilizing the "unattended" tag.
Create a trigger with the following Conditions and Actions. We want it to trigger when a ticket's status is set to "New", and when no one was assigned to it for 120 seconds:
```
{
    "add_tag": "unattended",
    "delay": 120,
    "ticket_id": "{{ticket.id}}"
}
```
where

add_tag is the tag to be added to the ticket.

delay is the delay in seconds.

{{ticket_id}} is a placeholder for the ticket's ID.

You can see the list of Zendesk placeholders here:

https://support.zendesk.com/hc/en-us/articles/4408886858138-Placeholder-reference-for-business-rules
Save the resulting trigger.
Create a second trigger with the following Conditions and Actions:

Note: you'll need to select an agent or an admin from your Zendesk with an active email address as the Recipient here. The resulting notification will be forwarded to that email address.
Save the resulting trigger.

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